Service Design - EXP4HM101 - Opinto-opas

Service Design, 10 cr - EXP4HM101

Upcoming implementations

Service Design EXP4HM101-3010 13.01.2025-16.05.2025 10 op (MAEXPE, ...) +-
Responsible person

Riina Iloranta

Campus

Pasila Campus

Exam dates and re-exam possibilities

n/a

Teaching language

English

Timing

13.01.2025 - 16.05.2025

Content scheduling

day-1:
day-2:
day-3:
day-4:
day-5:
day-6:
Groups
- MAEXPE
- CONTACT
- MAEXPFHA
- EXCH
Alternative learning methods

n/a

Teachers

Mario Passos Ascencao, Vesa Heikkinen, Riina Iloranta

Seats

31 - 50

Degree Programme

ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation, HOSBUM Degree Programme in Tourism and Hospitality Business

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

Current implementations

Service Design EXP4HM101-3009 26.01.2024-17.05.2024 10 op (MAEXPE, ...) +-
Teaching methods and instruction

The service design course has a very practical and hands-on form and requires an active approach from each participant. During the course, work is done on the company case project commissioned by the industry in teams of 4-5 students. During the contact days you will learn the theory and between the contact days you will apply it into a practice.

Moodle for the course will open at the latest 24.1.2024.

Responsible person

Riina Iloranta

Learning material and recommended literature

Material in Moodle.

Campus

Pasila Campus

Exam dates and re-exam possibilities

n/a

Teaching language

English

Timing

26.01.2024 - 17.05.2024

Learning assignments

in group] 1. SD Process Description & Tools Evaluation [30%] [in group] 2. Service Solution 'Book' [40%] [in group] 3. Presentation of the Service Solution [10%] [in group] 4. Case Study for SDN (Service Design Network) library [10%] [individually] 5. Peer Review Report [10%] The deliverables required for this course are natural milestones for inclusion in your schedule.

Enrollment

02.01.2024 - 12.01.2024

Content scheduling

Contact days at campus:
day-1: 2.2.2024, 9-15.45
day-2: 3.2.2024, 9-15.45
day-3: 8.3.2024, 9-15.45
day-4: 9.3.2024, 9-15.45
day-5: 13.4.2024, 9-15.45
day-6: 17.5.2024, 9-15.45

Between the contact days, the work is done in 4 person groups in a weekly basis.
Groups
- MAEXPE
- CONTACT
- MAEXPFHA
- EXCH
Alternative learning methods

n/a

Teachers

Mario Passos Ascencao, Vesa Heikkinen, Riina Iloranta

Seats

15 - 50

Further information

The assignments are graded 1-5.

Degree Programme

ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

Past implementations

Service Design EXP4HM101-3008 16.01.2023-19.05.2023 10 op (MAEXPE, ...) +-
Campus

Pasila Campus

Exam dates and re-exam possibilities

n/a

Teaching language

English

Timing

16.01.2023 - 19.05.2023

Enrollment

02.01.2023 - 27.01.2023

Content scheduling

day-1:
day-2:
day-3:
day-4:
day-5:
day-6:
Groups
- MAEXPE
- CONTACT
- EXCH
Alternative learning methods

n/a

Teachers

Mario Passos Ascencao, Teemu Moilanen, Riina Iloranta

Seats

15 - 40

Degree Programme

ATBUM Degree Programme in Aviation and Tourism Business, LEBUM Degree Programme in Leading Business Transformation, HOSBUM Degree Programme in Tourism and Hospitality Business

R&D proportion

0.00 cr

Virtual proportion

0.00 cr

Evaluation scale

H-5

- Design thinking and service design concepts, terminology and principles
- Customer-centred service development processes
- Customer-centred experience development processes
- Methods and tools for service design
- Creativity for useful, usable, and desirable service design innovations
- Prototyping service concepts
- Visualising and explaining effective, efficient, and distinctive service concepts
- Development of profitable business models for services

This course uses design thinking and blended learning pedagogical approaches, such as flipped classroom, supported by three main learning forms: (1) contact learning; (2) directed learning; and (3) self-directed Learning. A proportion of the course hours provide the opportunity for contact learning between students and experts (the facilitator and industry partners). Six interactive contact learning days are offered to participants. Contact learning takes the form of active and interactive classes (e.g. World Café, LEGO® SERIOUS PLAY®, experiential prototyping and similar interactive learning methods). Forms of directed learning used are individual and team learning activities, such as a service design project for a real-life company-client. Self-directed learning is also an important part of this course and students are encouraged to develop the ability to learn on their own and thus to take more responsibility for setting the objectives of their study work. This course uses Moodle as the course’s virtual learning environment.

In short, this course provides:
* 48 hours of contact teaching/learning
* 221 hours of directed and self-directed learning
* 1 hour of the assessment of one’s own learning

Recognition of prior learning (RPL)
If students have acquired the required competences in previous work tasks, recreational activities or on another course, they can show their competences via a demonstration. The demonstration must be agreed with the course teacher. More information and instructions for recognising and validating prior learning (RPL) are available at https://www.haaga-helia.fi/en/recognition-learning Look at "Instructions to students (master)"

This course will draw on a fair amount of both conceptual and empirical readings. It requires a high degree of personal study, and participants are expected to find relevant materials, read widely and think critically. A modest amount of reading prior to each day/session is to be expected. Below, participants can find several indicative publications, which serve as the background to the course. Other resources relevant for this course will be available on the course’s Moodle page.

* Arantola, H. 2010. Palveluiden Suomi. Taloustieto Oy. Helsinki.
* Jyrämä, A. & Mattelmäki, T. (Eds) 2015. Palvelumuotoilu Saapuu Verkostojen Kaupunkiin - Verkosto- Ja Muotoilunäkökulmia Kaupungin Palvelujen Kehittämiseen. Aalto-yliopiston taiteiden ja suunnittelun korkeakoulu. Helsinki.
* Koivisto, M. J. 2007. Mitä on palvelumuotoilu? – Muotoilun hyödyntäminen palvelujen suunnittelussa. Taiteen maisterin lopputyö. Taideteollinen korkeakoulu, Helsinki.
* Laitinen, I., Harisalo, R. & Stenvall, J. 2013. Palvelutiede julkisten palveluiden uudistajana: Kansainvälinen vertailu. Tampere University Press. Tampere.
* Liedtka, J. & Ogilvie, T. 2011. Design for Growth: A Design Thinking Tool Kit for Managers. Columbia University Press. New York.
* Miettinen, S. & Koivisto, M. (Eds) 2009. Designing Services with Innovative Methods: Perspectives on Service Design. Kuopio Academy of Design. Kuopio.
* Miettinen, S. & Valtonen, A. (Eds) 2013. Service Design with Theory. Discussions on Value, Societal Change and Methods. Lapland University Press. Rovaniemi.
* Miettinen, S. (Ed) 2011. Palvelumuotoilu - uusia menetelmiä käyttäjätiedon hankintaan ja hyödyntämiseen. Teknologiainfo Teknova Oy. Helsinki.
* Miettinen, S. (Ed) 2014. Muotoiluajattelu. Teknologiainfo Teknova Oy. Helsinki.
* Moritz, S. 2005. Service Design: A Practical Access to an Evolving Field. Köln International School of Design. London.
* Polaine, A., Løvlie, L. & Reason, B. 2013. Service Design: From Insight to Implementation. Rosenfeld Media. Brooklyn.
* Stickdorn, M. & Schneider, J. 2011. This Is Service Design Thinking - Basics, Tools, Cases. BIS Publishers. Amsterdam.
* Stickdorn, M., Hormess, M., Lawrence, A. & Schneider, J. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World. O'Reilly Media. Sebastopol.

This course replaces the following courses from the previous curriculum:
- ATB2RQ104 Design Thinking in Tourism (10 ECTS)
- REG3RY003 Service Design and tuotekehitys palveluissa (10 ECTS)

The course has no prerequisites.

The student can apply the key concepts, terminology related to service design and knows service design principles. They can also use management models and methods in the development and design of services and experiences concepts and can follow service design processes and use tools. Together in an interdisciplinary team the student can research customers, stakeholders, the service provider, trends, contexts and evaluate insights whilst generating ideas to create a new concept or solution. They can synthesize insights and guide strategic direction or alignment.

In addition to the skills and competences mentioned for Grade 1, the student can apply knowledge, management models and methods in the development and design of services and experience concepts. In addition, they can choose appropriate management models and methods for the development and design of services and experience concepts and can apply service design processes and tools. They can predict new opportunities for service and experience development, and adequately judge ideas for creating a new concept or solution. They can generate innovative and desirable ideas for ‘new’ transformative services or experience concepts, systems or touchpoints and can lead service design projects that solve a ‘real’ service problem or yield an opportunity.

In addition to the skills and competences mentioned for Grades 1 and 3, the student can comprehensively predict new opportunities regarding the development of services and experiences and can adequately judge ideas to create a new concept or solution. Independently and successfully s/he can lead service design projects that solve a “real” service problem or yield an opportunity and contribute to organisational change of mindset. Develop a profitable business model for a service or experience concept or solution. Independently s/he can solve real-life problems regarding services and generate services real-life opportunities.

* 5/A (Excellent)
* 4/B (Very Good)
* 3/C (Good)
* 2/D (Satisfactory)
* 1/E (Sufficient)
* 0/F (Failed)